Dissapointing service

I claimed for damages to my window and the loss of battery did quotes and send to them of which was approved, come the day to pay out nobody calls me, upon calling them for feedback I find out that my excess is more than my damages so it will be pointless to pay me out, why can't I still be assisted if I have a exes buster policy of R3500, they tell me it will be cheaper to pay the damages by myself meaning my claim is declined. Why do I have access buster? I need someone to call and explain cos I have been calling my life away daily with promises to be called back